Why can't eBay remove a neutral feedback when my buyer provided me with the wrong address ?

[rosiegrinsel]

Recently I sold an item and sent it in good faith to the buyer's address shown.

The item never arrived.

After a week or so, and after being notified of its non arrival, I made and sent a replacement item again to the same address.

I had enquired of the buyer in messages as to whether I had sent it to the correct address the first time, and the answer was "Yes", and so I again addressed it to the same place.

Once agin it did not arrive  !!!!. In the meantime, I received back at MY address, the FIRST one sent.

The envelope said it had been redirected to another address (A re-direction  authorised by the buyer)

It had not been picked up and then was returned to sender (me)

I then notified the buyer that her mail was being re-directed, and suggested that she go to the re-directed address, where she did eventually pick up the SECOND item I sent to her.

Keep in mind that she was well aware of the re-direction notice that was in place, authorised BY HER with Australia Post !!

Then, after over 40 messages back and forth, my extra expense of sending an item twice, plus my phone calls to Australia Post enquiry line SHE GAVE ME NEUTRAL FEEDBACK saying "It was very annoying"

All of my over twenty responses to her one line, or in some cases, one word messages to me, were both polite and helpful.

I can see no reason for the buyer's displeasure at this transaction, which was ENTIRELY her own fault for advertising the wrong address to send it to.

I have asked eBay to remove the neutral feedback on the grounds that the buyer provided the wrong address.

Ebay rang the buyer and I WAS TOLD THAT the buyer said that 'It was very annoying that it took so long to receive it"

I quote from ebay's list of when feedback can be removed.........

"AN ITEM'S DELIVERY TIME, WHEN A BUYER PROVIDED AN UNDELIVERABLE ADDRESS AND / OR THE ITEM WAS RETURNED"

Why will eBay not remove this unwarrented and uncalled for neutral feedback ????